Customer Service/Admin

Company Name:
Red Hat Society
Red Hat Society Member Services Department is looking for a person who has leadership qualities and embodies that great service is always the goal. Our mission is Fun, Friendship, Freedom, Fulfillment.
If you believe that this is a great representation of you, please apply.
Customer Service Job Description
Highly developed sense of integrity and commitment to customer satisfaction.
Demonstrate passion for excellence with respect to treating and caring for customers.
The Ability to communicate clearly and professionally, both verbally and in writing.
Has "thick skin" and is able to handle complaints and unpleasant customers.
Must be people oriented, with a pleasant, patient and friendly attitude.
Strong decision making and analytical abilities with the goal to always exceed expectations.
Strong detail orientation and communication/listening skills.
Willingness to work a 8am 5pm Monday - Friday and occasional overtime when needed.
Possess a strong work ethic, prompt, ready to work and team player mentality.
1+ years of experience in a customer service or help desk capacity required. Some experience with multiline telephones, online ticketing systems, and personal computers helpful.
Knowledge of technical support issues related to Internet connectivity and PC troubleshooting experience a plus.
Experience with Internet Explorer, Microsoft Office, and Adobe Photoshop preferred.
Be able to read and type and multitask.
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need to contact by phone. Educate on how to resolve inquires via website.
Provide quality service and support in a variety of areas including, but not limited to: entering orders, updating records, print and prepare order for shipping and system troubleshooting.
Troubleshoot customer issues over the phone.
Use automated information systems to analyze the customers situation.
Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers experience.
Responsible for compiling and generating reports as they relate to customer service surveys.
The customer service representative will provide information to customers in response to inquiries about products and services, in addition to assisting individuals interested in starting a membership, going to an event or general company information. The representative will receive, review and process orders for new/renew members that will be sent printed materials. The representative will also explain how to use account features and solve customer application and Internet problems. The customer service representative will receive, document and resolve customer complaints. The customer service agent will answer and respond to over 150 callers per day. The Rep will record information, respond in email, be courteous, friendly and informative.

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